Customer Success Manager - US [IC2]

Summary

Sourcegraph provides visibility, context, and coordinated code changes for complex codebases and AI-driven development. The Customer Success Manager will manage a portfolio of enterprise and commercial accounts, driving product adoption, surfacing renewal and expansion opportunities, and maintaining customer health. The role includes customer training, demos, business reviews, telemetry analysis, and cross-functional collaboration to improve customer outcomes.

Responsibilities

• Build relationships with your team, Named AEs, and Field Engineering counterparts
• Learn our product, value proposition, customers, and internal processes
• Shadow customer calls to understand how our enterprise and commercial customers use Sourcegraph
• Begin taking over your first accounts and establishing yourself as a trusted point of contact
• Own regular cadences with your customers, understanding their use cases, building value maps, and tracking adoption health scores
• Identify which customers need more support, which are trending toward risk, and prioritize accordingly
• Start leading product trainings and basic demos independently, without relying on Field Engineering for standard engagements
• Partner with Named AEs on accounts nearing renewal or showing expansion signals
• Drive adoption across your book, getting customers to actively use Deep Search, MCP, and consumption-based features
• Proactively surface risk and opportunity: which customers haven't signed the AI addendum, who needs to move to cloud, where MAU is low relative to licensed seats
• Run internal business reviews and customer-facing QBRs with documented KPIs
• Serve as the voice of your customers internally, sharing feedback with EPD, PMM, and Support to influence product direction

Skills

• Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar; the title matters less than the experience)
• Prior experience in a technical SaaS environment
• Demonstrated comfort presenting to customers or technical audiences
• 🌎 While we hire [almost anywhere](https://sourcegraph.notion.site/How-we-engage-talent-outside-of-the-US-218f7193695a46cbb1ef39ef9c1f72d4) in the world, we have a preference for someone in the United States for this role
• * United States
• Background in developer tooling, observability, infrastructure, or adjacent technical products
• Experience working with a large, varied book of business
• CS, engineering, or technical undergraduate background

Qualifications

Must Haves

• Customer-facing experience (CSM, account management, account coordination, technical support, solutions consulting, or similar; the title matters less than the experience)
• Prior experience in a technical SaaS environment
• Demonstrated comfort presenting to customers or technical audiences

Nice to Haves

• 🌎 While we hire [almost anywhere](https://sourcegraph.notion.site/How-we-engage-talent-outside-of-the-US-218f7193695a46cbb1ef39ef9c1f72d4) in the world, we have a preference for someone in the United States for this role
• * United States
• Background in developer tooling, observability, infrastructure, or adjacent technical products
• Experience working with a large, varied book of business
• CS, engineering, or technical undergraduate background

Benefits

• Equity